1201 - Assistant Product & Services Co-Ordinator

The Organisation

CITB is the industry training board for the construction sector in England, Scotland and Wales.
It’s our job to help the construction industry attract talent and to support skills development, to build a better Britain.
We are an executive non-departmental public body in charge of our budget and activities. Sponsored by the Department for Education, we are also accountable to Government ministers, and ultimately Parliament.

The role

Applications are welcomed for the role of Assistant Product & Services Co-Ordinator to join a professional, dynamic, and customer focused Product Team within our Product Management structure.

CITB Product Management is responsible for many of the CITB key products; ensuring they are aligned to industry needs, have maximum impact, and continue to develop as the industry and technologies evolve. These products include a successful suite of Site Safety Plus (SSP) courses, examinations and accompanying publications aimed at operatives through to senior managers supporting them with the skills needed to progress through the industry.

The Assistant Product & Services Coordinator will support the Product Team in the end-to-end delivery of CITB products and services. The role holder will work with colleagues across a number of teams to support customer driven products and services that meet the requirements of CITB’s strategic objectives and the needs of industry.

Focusing on CITB products, namely CITB eCourses, the Assistant Product & Services Coordinator will support the Product & Services Coordinators with the operational delivery of the product. Key elements of the role will include supporting with the resolution of customer service queries and providing accurate reports on the performance of the product.   

Whilst this is classified as an office role, it is important to be aware that CITB operate using a hybrid working model, meaning the successful candidate will work from home for a large proportion of time, with a requirement to work from the office based on business need. Therefore, the ideal candidate will have experience of managing customer and stakeholder relationships via telephone / video conferencing software.

Key activities 

• Support the delivery of products and services by coordinating delivery activity across a variety of teams (internal and external)
• Support the review of delivery against service level agreements
• Assist the finance team in monitoring the financial performance of products and services
• Support the resolution of complaints that are received by or referred to product management
• Assist in reviewing data from a variety of sources to help monitor performance and report on delivery
• Supporting the sharing of product data across product management and other teams as appropriate
• Develop and maintain relationships with colleagues from a variety of teams across CITB
• Engagement with customers, partners and stakeholders outside CITB
• Represent CITB at internal and external meetings related to defined work activities
• Develop and maintain product knowledge and understanding on an ongoing basis
• Some limited decision making within set parameters.
• Some business impact on a single product or service.
• Some persuading and influencing skills required internally, with colleagues. Limited contact externally with suppliers, customers, employers and others engaged with their products and services
• Communication may be commercially confidential or sensitive in nature.

 About you

You will have experience of supporting with the resolution of customer queries and complaints.. A real solution-focussed thinker, you will have the ability to manage conflict and difficult situations.

You will be a clear, confident, and persuasive communicator with the ability to influence and negotiate both internally and externally. 

The Assistant Product & Services Co-Ordinator will:

• Clear, confident and persuasive communicator at appropriate levels demonstrated by a variety of written, verbal and face-to-face method
• Demonstrate excellent customer service
• Experience in communicating with customers and other key stakeholders
• Ability to clearly convey issues and solutions to colleagues and users
• Strong customer focus
• Self-motivated and able to plan and organise own workload
• Able to work on own initiative where appropriate
• Able to work effectively within a team
• Committed, enthusiastic and professional
• Numerate and computer literate
• Good attention to detail in communications, reports, data and financial aspects
• Strong problem-solving skills
• Be computer literate in Microsoft programs such as PowerPoint and Excel

If you would like to discuss the role further please contact Darren Street via e-mail darren.street@citb.co.uk

The post is a grade H:                £18,862 - £24,342 per annum

Please visit our website for further details and an application form

http://www.citb.co.uk/jobs/search-jobs-apply/